In today’s retail landscape, customers expect a unified experience – they might browse online, buy in store, or vice versa. NetSuite’s answer to this challenge is SuiteCommerce InStore (SCIS). If you run a retail business on NetSuite (or considering it), SuiteCommerce InStore is the piece that connects your physical stores with your NetSuite system.
NetSuite SuiteCommerce InStore is a cloud-based point-of-sale (POS) system integrated with NetSuite’s commerce and ERP platform. It allows retail store associates to use mobile devices (like iPads) to ring up sales, look up inventory across locations, access customer profiles, and fulfill orders.
This blog will explain what SuiteCommerce InStore is, its key features, and the benefits it brings to retailers and their customers. Whether you have a flagship brick-and-mortar shop or pop-up stores, SCIS can turn a tablet or laptop into a powerful POS that’s directly tied into your inventory, pricing, and customer data in NetSuite.
Let’s explore how SuiteCommerce InStore works and why it’s changing the game for store associates and retail operations.
What is NetSuite SuiteCommerce InStore?
NetSuite SuiteCommerce InStore is essentially a POS (Point-of-Sale) application that runs on NetSuite’s commerce platform. Unlike traditional POS systems that might be separate and sync with the back office later, SCIS is natively integrated with NetSuite ERP and SuiteCommerce (NetSuite’s e-commerce module). This means that the moment something happens in store – a sale, a return, a customer update – it’s reflected in the central NetSuite system in real time.
SCIS is designed to run on mobile devices or desktops in the store. For example, a sales associate might use an iPad with the SuiteCommerce InStore app as a register. It supports typical in-store transactions: processing cash or credit card payments, scanning barcodes, printing or emailing receipts, etc. But it goes further by blending the in-store and online world:
Real-Time Inventory Lookup
SCIS gives store staff the ability to check inventory availability not only in their store, but across all locations and even the warehouse, thanks to NetSuite’s unified inventory. For instance, if a customer asks for a shoe in a size that isn’t on your shelf, the associate can quickly see if another store or the e-commerce warehouse has. They can save the sale by ordering it shipped to the customer’s home or reserving it for pickup.
Customer Profiles and Order History
Because SCIS taps into NetSuite’s CRM data, an associate can pull up a customer’s profile using identifiers like email or phone. This lets them see past purchases (both in-store and online), loyalty status, preferences, etc. Personalized service becomes easier – the associate might say “I see you bought a jacket from us online last month; these pants are from the same collection, would you like to try them?” It also means any new transaction in store will update the customer’s profile. No more separate “store account” vs “online account” – it’s one customer record.
Cross-Channel Selling (Omnichannel)
SuiteCommerce InStore truly supports omnichannel scenarios. This includes:
Buy Online &Pickup In Store (BOPIS): Orders placed on your SuiteCommerce web store can be picked up at a brick-and-mortar location. SCIS will allow store staff to view and fulfill those pickup orders, marking them as received by the customer.
Buy In Store, Ship to Home: Perhaps you don’t carry a certain item’s stock at that location, or the customer wants a color that’s available online. A store associate can use SCIS to place an order for delivery – essentially using the same interface to sell an item that will be shipped from another location or warehouse. To the customer, it’s a seamless experience: they paid in store, and it arrives at their home later.
Returns Anywhere: A customer who bought something online can return it in store; the SCIS interface can look up the online order and process a return or exchange on the spot, with inventory and accounting updates flowing through NetSuite instantly.
Mobile Checkout & Assisted Selling
SCIS is mobile-friendly, meaning you can equip staff with tablets to check out customers anywhere in the store. During peak times, you’re not limited to fixed cash registers – staff can roam, line-bust, and assist customers, then complete transactions right on the floor. This also adds to the store experience; it’s the Apple Store model of checking out customers without sending them to a queue. Moreover, while assisting, the associate can access product information on the tablet (like item details, reviews, related items) to answer customer questions – blending the online content with in-person service.
Key Features of SuiteCommerce InStore
Let’s outline the standout features that SCIS brings to retailers:
Unified Product Catalog & Pricing
SCIS uses the same item data and pricing rules as your NetSuite system. This means consistency – if you update a price or promotion in NetSuite, it applies in store and online simultaneously. It supports complex pricing like quantity breaks, customer-specific pricing, promotion codes, etc. All that logic is shared. You won’t have discrepancies where the website says one price but the store’s POS says another because of mismatched systems.
Multiple Payment Options
It supports payments via cash, credit/debit cards, gift cards, store credits, etc. You can split tenders (part cash, part card, for example). It integrates with payment terminals/gateways for swipe or chip card processing. Because it’s cloud, the payment integration often uses an API from a partner – NetSuite has certified some payment solutions (like MerchantE/Fortis, Square, etc.) that plug into SCIS so transactions are secure and compliant (note: card data is tokenized, not stored in the app itself). SCIS can also handle things like collecting customer signatures on the tablet, printing receipts or emailing them directly via NetSuite (no separate email needed).
Order Fulfillment and Inventory Actions
From the SCIS interface, associates can fulfill orders (for pickups as mentioned), but they can also perform inventory operations like receiving transfers, doing stock counts, etc., if those features are enabled. This ties store inventory management into NetSuite’s inventory module. So, if your store staff does a cycle count of an item in SCIS, it updates the inventory record in NetSuite in real time, keeping stock accuracy high.
User-Friendly Interface for Associates
The SCIS interface is designed to be intuitive and touch-friendly. Think big buttons for adding items (including scanning barcodes with a scanner or even the iPad camera), easy lookup for products or customers, and guided checkout steps. It’s built so that seasonal or new staff can pick it up quickly – which is crucial in retail where turnover can be high or holiday staff come in. It also has quick access to things like adding discounts (with proper permissions), applying promotions, or looking up item stock as mentioned.
Offline Resilience
One fear of cloud POS is “what if internet is down?” SCIS does have an offline mode capability – it can cache some data locally to allow continued checkout for a short period if the network connection is lost, then sync transactions to NetSuite once back online. This ensures your store doesn’t grind to a halt if there’s a temporary internet outage.
Security and Permissions
Through NetSuite, you can control what store roles can do. For example, maybe regular cashiers can’t do a refund above $100 without a manager override – SCIS can enforce that via permissions. Since it’s all one system, the control is robust and centrally managed. Also, because it’s integrated, you get consolidated reporting of cash till balances, etc., across all stores in real time at HQ.
Omnichannel Promotions and Loyalty
If you run promotions or a loyalty program, SCIS ties in so that those promos apply across channels. A coupon code emailed to a customer could be used online or scanned in store. The loyalty points a customer earns online show up when they’re in store ready to redeem, and vice versa. This consistency can improve customer engagement – they don’t feel penalized for shopping through one channel or another; it’s one brand to them.
Benefits of SuiteCommerce InStore for Your Business
Enhanced Customer Experience: SCIS arms your in-store team with information and flexibility that directly benefits the customer. Imagine a customer comes in asking for a product that’s out of stock at that store. With SCIS, instead of saying “sorry, we don’t have it,” your associate can locate it elsewhere and offer to ship it or reserve it. That could be the difference between losing a sale or saving it. Additionally, the personal touch of recognizing a returning customer and their preferences can increase sales and loyalty. Overall, customers get a seamless experience – they can start their journey in one channel and finish in another without friction. This is a huge competitive advantage today.
Empowered Store Associates – More Sales
Happy, well-informed associates can drive more sales. SCIS provides an “endless aisle” – even if the physical store is small, staff can sell anything available in the company’s network. Upselling and cross-selling become easier with access to the full catalog and a 360° customer view. Also, removing the barrier of a fixed checkout counter means staff can engage more freely with shoppers, which often translates to better service and conversion rates. In essence, SCIS turns your sales associates into versatile consultants who can serve, recommend, and checkout anywhere in the store.
Centralized Data & Simplified Operations
From the operational side, having in-store transactions feed directly into NetSuite simplifies accounting and inventory management. You don’t have to consolidate separate POS reports at day’s end to update your ERP – it’s already in the ERP. That means real-time sales and inventory figures at HQ, easier store performance tracking, and no batch reconciliations. Store managers can get up-to-the-minute sales data without waiting for an end-of-day report. Loss prevention and inventory shrink tracking is also improved since every transaction and stock adjustment is logged in one system with user stamps. And if you have multiple stores, SCIS ensures they all follow the same processes and pricing, since it’s centrally managed; but you can also localize if needed (for example, store-specific promotions) through NetSuite’s flexibility.
Faster Omnichannel Implementation
If you already use NetSuite for ERP and SuiteCommerce for your web store, adding SCIS is relatively straightforward compared to integrating a third-party POS. It uses the same platform, so you’re essentially just extending NetSuite to the storefront. This reduces the time and cost to become a true omnichannel retailer. You won’t need to build and maintain complex integrations between a separate retail POS system and your back office – which historically has been a pain point for retailers (often leading to unsynchronized inventory or customer info). SCIS being native solves that elegantly.
Analytics and Insights
When online and offline sales data converge in NetSuite, you can analyze overall customer behavior much better. For example, you might find that certain products are frequently bought online but returned in store – which could inform product quality improvements or better product descriptions online. Or you might see customers often browse online but purchase in person for certain categories, leading you to adjust your in-store stock strategy. Without integrated systems, these insights could be missed. NetSuite’s SuiteAnalytics can churn through omnichannel data to give you holistic retail KPIs (like total customer lifetime value across channels, or product performance by channel). SCIS is a key piece in feeding the data for omnichannel analytics.
Technical Aspect and Requirements
SuiteCommerce InStore is typically implemented as a SuiteApp (bundle) deployed to your NetSuite account. It has some prerequisites:
You need NetSuite’s SuiteCommerce (the web store platform) or at least the commerce infrastructure. SCIS leverages the same engine used by SuiteCommerce Advanced for the cart/catalog behind the scenes.
SCIS can run on iOS (there’s an official app in the Apple App Store for iPads) and also on Windows devices (there’s a Windows app). It’s a web application but often delivered through these OS-specific wrappers for hardware integration (like accessing a camera for scanning or connecting to receipt printers).
You’d need compatible hardware, such as barcode scanners (you could also use camera scanning), receipt printers, cash drawers, and card payment terminals. NetSuite usually provides a list of supported hardware.
Since it’s cloud, each register needs network connectivity (WiFi or LAN). User authentication is done via NetSuite roles for SCIS (you wouldn’t want an associate to have full NetSuite access, so you assign them a restricted SCIS role). They log into SCIS with those credentials at the start of a shift.
From an implementation standpoint, setting up SCIS involves configuring touchpoints between the online catalog and the POS UI – like which items are sellable in store, default register settings, etc. Also, you’d configure business rules (e.g., how returns without a receipt are handled, or how layaway might work if you offer it). All of this is done within NetSuite configuration records.
SuiteCommerce InStore vs. Traditional POS Systems
It’s worth noting how SuiteCommerce InStore differs from some standard POS systems out there:
- Legacy POS often operated offline and synced nightly; SCIS is real-time.
- Many modern POS (like Square, Lightspeed, etc.) are also cloud and tablet-based, but they are usually standalone or require integration to an ERP. SCIS’s key advantage is native integration – your POS and ERP are essentially one.
- If you’re comparing to, say, Shopify’s POS, that works well if you’re in the Shopify ecosystem. SCIS is analogous for those in the NetSuite ecosystem – but arguably more robust in terms of handling complex order flows and being part of a full ERP environment rather than just a web store context.
- SCIS is ideal for retailers who already leverage NetSuite; it may not make sense if you aren’t on NetSuite (it’s not a standalone POS you’d use with another ERP easily). But for Oracle NetSuite customers, it’s a strategic add-on to unify channels.
Conclusion
SuiteCommerce InStore turns your brick-and-mortar stores into a seamless extension of your digital and back-office operations. It enables “commerce anywhere” – a customer can transact in any way they choose, and your team can service them effectively with real-time information. In practical terms, SCIS can help increase sales (by saving those cross-channel opportunities and endless aisle sales), improve customer satisfaction (no more “out of stock, sorry” dead-ends), and streamline store operations (with unified data and processes).
At Developer’s Troop, a leading NetSuite development company, we’ve helped retailers deploy SuiteCommerce InStore and tailor it to their workflows (from custom receipt templates to specific integration with payment providers). With our Custom NetSuite Development Services, we ensure your SuiteCommerce InStore solution aligns perfectly with your unique business needs.
Ready to unify your in-store and online retail experience? Contact Developer’s Troop to learn more about implementing SuiteCommerce InStore with NetSuite.
FAQs
Q: Is SuiteCommerce InStore a separate product from NetSuite or do I need NetSuite to use it?
A: SuiteCommerce InStore is a module/add-on to Oracle NetSuite. It is not a standalone POS product – it operates as part of the NetSuite environment. So yes, you need NetSuite (with the commerce modules) to use SCIS. It leverages NetSuite’s item records, customer records, etc. If you’re already a NetSuite customer, SCIS can be licensed and activated in your account. If you’re not on NetSuite ERP at all, SCIS wouldn’t be available; in that case, you’d likely look at other POS systems. Essentially, SCIS is Oracle’s integrated POS solution for NetSuite-centric businesses. It falls under the SuiteCommerce family, which includes SuiteCommerce (web store) and SuiteCommerce Advanced (more customizable web store).
Q: What kind of retailers is SuiteCommerce InStore best suited for?
A: SuiteCommerce InStore (SCIS) is ideal for omnichannel retailers needing a unified system for ERP, e-commerce, and in-store operations. It’s perfect for apparel and footwear boutiques, cosmetics stores, and home goods retailers, offering personalized services, mobile checkout, and order processing for out-of-stock items. SCIS scales across multiple locations, centralizing management, and is also great for seasonal or pop-up stores. While SCIS works well for specialty retail and lifestyle brands, it may not suit high-volume, fast-transaction environments like supermarkets, which require specialized POS systems. SCIS is best for mid-sized retailers who prioritize omnichannel commerce and customer engagement.
Q: How does SuiteCommerce InStore handle credit card payments and is it secure?
A: SuiteCommerce InStore integrates with payment terminals/gateways using tokenization and is PCI-compliant. Typically, a payment plug-in (such as NetSuite’s MerchantE/Fortis integration or others) is used. When you swipe or insert a card on an EMV device, the card data is encrypted and sent directly to the payment gateway – SCIS receives back a token and authorization info to finalize the sale in NetSuite. This means sensitive card data isn’t stored in NetSuite or the SCIS app, which is important for security
Q: Can SuiteCommerce InStore work for wholesale or B2B showrooms, not just B2C retail?
A: Yes, SCIS could be used in a showroom or trade show scenario for B2B orders too. For example, if you have a wholesale showroom where buyers come to place orders, an associate could use SCIS to create a sales order (instead of a sales receipt) and mark it for later fulfillment. Since SCIS ties into NetSuite’s sales order capabilities, it’s feasible. You’d likely configure it slightly differently (maybe terms instead of immediate payment, larger order volumes, etc.).
Q: How does SuiteCommerce InStore affect my NetSuite licensing and pricing?
A: SuiteCommerce InStore is an add-on module for NetSuite, so it does come with an additional cost. The pricing can depend on the number of store locations or registers and such. Oracle NetSuite often packages SuiteCommerce (for web) and SuiteCommerce InStore together for retail customers, but you can license SCIS on its own if you only need the in-store part. You’ll also need at least one SuiteCommerce (Advanced or Standard) module in your account since SCIS relies on the SuiteCommerce platform. In terms of user licenses: typically, your store users still count as NetSuite Named Users for access, or you might use a generic login per register (depending on how it’s set up; Oracle’s licensing can vary on this point). It’s important to discuss with your NetSuite account manager – sometimes they offer promotions or bundles for SCIS if you’re an existing customer expanding into omnichannel.
